PRIMARY RESPONSIBILITY:

The role of the Universal Banker is to be welcoming, build rapport and provide outstanding service. This position is the primary point of contact at the branch for transaction processing and basic maintenance and service-related requests. Additionally, this position will be accountable for branch support by; acquiring, maintaining and deepening client relations. Through conversations with clients, Universal Bankers will listen to uncover financial needs and transition those clients to a Relationship Banker to further assist.

This position may require travel to other locations.

ESSENTIAL FUNCTIONS:

• Exemplify the GRB Experience; in being the first point of contact to clients, visitors and vendors. Demonstrate a professional, helpful and friendly manner in welcoming guests and directing them appropriately. Greet clients with warmth, genuine interest and a smile.
• Answer the phone within the Branch professionally, promptly, and pleasantly.
• Provide incomparable customer service to all Retail, Commercial, and Mortgage clients alike, including but not limited to; account transfers, password resets, wire transfers, with the ability to assist with more complex service needs in conjunction with established internal escalation points.
• Accurately process a variety of Retail and Commercial transactions, including but not limited to; deposits, withdrawals, loan payments and check cashing transactions in a timely and efficient manner.
• Verify check endorsements and funds availability. Disburse cash to customers and conduct transactions according to procedures. Balance daily work, adhering to all steps outlined in the Employee Difference Policy and Procedure.
• Maintain an adequate cash drawer at all times; this includes buying and selling currency from the vault as necessary.
• Serve as Vault Custodian as needed, with responsibilities as follows; ordering of cash, assisting with preparation of cash for shipment, receipt of cash delivery, and balancing the branch.
• Maintain a thorough knowledge of all Retail related procedures.
• Assist the Branch Manager with branch soundness; helping maintain a consistent, well-organized, streamlined process to ensure all audits, regulatory policies and procedures are adhered to, appropriately retained, and up-to-date.
• Understand and adhere to GRB’s risk and regulatory standards, policies and controls that are in place. Identify risk-related issues needing escalation to management.
• Take ownership of account servicing and error resolution, including resolving routine customer problems and referring more complex issues accordingly. Follow-up on these issues as required ensuring timely and accurate resolution and convert servicing situations into referral (sales) opportunities.
• Promote strong customer and client interactions; develop new customer relationships and/or retain and expand existing relationships by proactively identifying opportunities to achieve personal referral (sales) goals to GRB’s internal partners.
• Proactively work towards meeting/exceeding quarterly/annual assigned referral (sales) goals.
• Cross-train in all necessary branch responsibilities and functions.
• Each GRB location has additional responsibilities and specific duties unique to that particular office. Other tasks will be assigned accordingly, and as the manager sees fit, to assist with fulfillment of those needs.

EDUCATION AND EXPERIENCE:

High School Diploma and a minimum of 2 years exceptional customer service experience and 1 year cash handling experience or the equivalent combination of education and experience.

• Previous experience in financial services industry preferred.

COMPETENCIES:

• Provide a remarkable client experience; greet clients with warmth, genuine interest and a smile.
• Lead by example; identify current or potential problems, take ownership and see them through to resolution.
• Act as a unified team; possess strong interpersonal skills including the ability to proactively communicate and help others within and across departments.
• Ability to work independently. Seek and incorporate feedback on your performance from management, coworkers and clients.
• General knowledge of PC with Windows based applications, CRM software, and multi-phone use.
• Strong organizational skills, detail oriented-executes at a high degree of accuracy.
• Excellent (written and verbal) communication and listening skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to make sound decisions.
• Professional demeanor and appearance.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands or fingers, handle, or feel and reach with hands and arms. The employee frequently is required to stand, sit, climb or balance, and talk or hear. The employee regularly is required to walk and stoop, kneel, crouch, crawl, and climb stairs. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is indoor and climate controlled. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Genesee Regional Bank is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

THIS JOB DESCRIPTION IS SUBJECT TO CHANGE AT ANY TIME.